customer experience

Effective May 25, 2018, General Data Protection Regulation (GDPR) will represent the most rigorous data protection regulation ever. Complying is not optional, and the penalties are very high. As companies scurry for total compliance, it makes sense to pause, assess, and use this opportunity not only for compliance but for managing customer data efficiently and gainfully.
Reltio proposes ten simple steps to ensure your data management strategy is ready for GDPR, not just for assured compliance but going beyond and enabling better customer experiences and building business competence.

We believe people change organizations. So, we built Workplace by Facebook to empower them. Our mission is to unlock human potential by giving the world a place to work together. We do it by combining next-generation technology and easy-to use features to transform communications, culture, and workflows inside organizations of all shapes, sizes, and industries. Industries like retail.
In this playbook, we’ll explore the new consumer expectations shaping the future of retail in North America. You’ll discover why great brand experiences for your customers start with great work experiences for your employees.
Download this whitepaper now to learn more about the benefits of customer-centric collaboration tools like Workplace by Facebook.
Then you’ll be ready to take the next step on your digital transformation journey.

Do you know your people as well as you know your customers?
Your people’s expectations and the way they work is changing. Employees are more diverse, mobile and technologically-savvy than ever before. HR processes are changing from focusing on transactions to knowing and engaging people.
Just as sales and marketing teams use data to develop actionable and informed insights about their customers, you need to do the same in HR to know your people.
Everything, from attracting and keeping the best talent, to creating better workplace experiences and increasing employee engagement and productivity, depends on smarter decisions. These in turn rely on more actionable insights.
These are only possible through accurate HR data and analytics. They are vital to address the people challenges you face, so you can make smarter decisions.
Discover in this guide how to improve visibility of your workforce with data-driven and actionable insights. Ultimately, it will help you know your people

To successfully meet customer demands for more immediate, personalized attention, companies are leveraging new technologies that go beyond traditional voice and email. By implementing such channels as live chat, social media, mobile apps, SMS/text messages, self-help solutions, and more, companies can now be ready wherever and however the customer wants.
The following report, sponsored by Zendesk, is based on an online survey of 1,044 U.S. consumers who have received online or phone customer service. The research goal was to better understand present customer expectations and to quantify the impact of customer service on business results. Questions were asked about past experiences with customer service, as well as preferences and opinions. Certain questions were repeated from a similar 2013 survey to enable trend analysis.

Today's marketplace is hypercompetitive. Brands compete for attention, hoping they can turn that attention into a loyal customer. But too many companies are not able to build a long-term relationship that results in a loyal customer because the customer had a poor experience.
To remain competitive, brands need to create compelling integrated customer experiences that continue to evolve and reduce the friction between company and customer over the lifetime of the relationship.
This IDC Vendor Spotlight discusses the current challenge that organizations face in providing a differentiating customer support experience and the potential that technology offers as a lever to improve the customer support experience.

Can chatbots provide a great customer experience? Watch how top brands automate social customer service practices. You'll learn how to enhance agent workflows and use AI to better connect with the people you care about most.

How Top Brands Automate Social Service Practices
Today’s conversational commerce requires brands to provide immediate answers to their customers’ questions. Chatbots and artificial intelligence are fast becoming critical tools for customer service, bringing speed and scale that ensures a superior experience. But what are the best practices that marketers need to know to tackle the challenges of customer service automation?
?Learn from experts from General Motors, Booking.com and Spredfast about how to bring automation into your CX workflows and bolster your social service strategies. You’ll find out:
How to think about automation for your business?
How chatbots enhance your agent workflows??
??How Booking.com and GM are using AI to drive inspiration and customer? service efficiencies??

Adobe offers powerful personalization tools that help you give your customers custom experiences every time they interact with you. With Adobe, you can take control of your data, use AI to achieve scale, and see incredible results.
Adobe Target helps marketers deliver relevant, personalized experiences to highly targeted audiences based on behavioral analytics and audience data. Powered by AI and machine learning, users can deliver individualized customer experiences at massive scale.

In a world of infinite choices, customer experience is the last true differentiator. The optimal shopping experience happens when the right content is presented to a customer at precisely the right time, no matter where they choose to engage. Read The Path of Experience to learn the critical capabilities needed to drive seamless commerce experiences that keep customers coming back for more.
Read the guide to learn:
The role of dynamic merchandising in engaging customers
Steps to create compelling customer experiences using audience segmentation and personalization
Ways to scale customer experiences to create powerful connections, no matter the device or channel
Simply fill out the form to download the report.

To set themselves apart, companies need to shift to an experience-first approach that keeps customers engaged as they move from device to store and back again. Read Moving Beyond Click and Mortar: 5 Steps to Experience Excellence to learn how you can blend digital and physical channels into a fully connected customer journey.
Read the guide to learn how top retailers:
Shift from channel-first to customer-first
Build unique experiences around their brand story
Differentiate their experiences with digital
Simply fill out the form to download the report.

Personalized customer experiences can drive double-digit revenue growth for your business. However, poor personalization can hurt your bottom line, as consumers switch from companies that fail to meet expectations to those that do.
In this playbook, we provide clear guidance to help you formulate a winning personalization strategy for your organization over three phases of maturity: Embrace, Expand and Excel.

With today’s customers demanding fast and seamless experiences, it’s critical that merchants’ payment technology evolve just as quickly. Read this guide to discover why payment is strategic to business operations today and how to master payment management to drive business success.

IoT adoption is expected to generate a 21% increase in corporate profits by 2022. This business value comes from the ability to automate processes and collect and analyze massive amounts of data—so organizations can make better informed decisions and deliver powerful customer experiences.
But how are organizations really putting IoT to work for their business? And how can IoT risks be mitigated so these rewards can truly be achieved?
This e-book explores the potential of IoT in the enterprise, which industries are leading the way and how to secure your connected things. It also provides:
• 7 best practices for data privacy and security policies
• 7 items to consider for device security
• 6 key considerations for network connection security

Consumers worldwide continue to adopt and use technology in their shopping experience.
Faced with rising customer expectations and increasing competitive pressures, retailers
now are prioritizing in-store innovation. Many retailers have adopted multichannel
implementations, in which mobile, web, and in-store shopping are enabled but not delivered
consistently to the customer. The next step in this evolution is an omnichannel strategy, now
being deployed by some retailers, which presents a consistent shopping experience across
mobile, web, and in-store channels. Omnichannel also enables retailers to integrate back-end
infrastructure technologies (e.g., servers, databases, etc.) and cloud-based services (e.g., loyalty
programs, personalized recommendations, inventory management, etc.) to improve many
aspects of store and enterprise operations.
An omnichannel strategy relies on several core and supporting technologies. The key factors in
evaluating any omnichannel-enabling solution includ

Competition is growing fierce for restaurants — and not all of it comes from other
local dining establishments. With grocery stores and meal kit services offering
additional convenient and affordable dining options for customers to choose from,
and with many restaurants turning to faster and smarter automation methods to
power their operations, now is the time for your restaurant to step up its game.
Ultimately, what your restaurant needs to do is offer a complete experience for your
guests. The only way to effectively do this is to understand the whole diner journey
and how the decisions you make along the way affect it.

Companies across the world are innovating with artificial intelligence (AI) to improve customer experience and forge deeper relationships with customers. Through surveys and interviews with 599 executives, from large and mid-sized companies across the globe, this MIT report reveals that most customer-centric firms have already deployed AI extensively in their customer-facing operations and customer experience management processes.
Get the global report and regional spotlights on North America, Latin America, Europe and Asia to access complete results. Key insights include:
• Nearly 90% of respondents report measurable improvements in the speed of complaint resolution; 80% note enhanced call volume processing using AI
• 80% of respondents report measurable improvements in customer satisfaction, service delivery and contact center performance
• In North America, 60% of the respondents believe they will deliver a 10% or more increase in customer lifetime value in the next year
• Europe

Traditional insurers are no longer safe with insurtechs challenging incumbents to rethink their business and operating models. This mass disruption creates increased pressure on IT to deliver intrinsic business value, including new services, customer touchpoints, and experiences. Successful insurance transformation requires rethinking the traditional IT operating model to allow IT to focus on creating reusable assets that empower lines of business. Doing so increases IT’s delivery capacity, making businesses more agile.
Read this whitepaper to learn:
An overview of the challenges insurers are facing in the industry.
How a new IT operating model – API-led connectivity – allows IT teams to unlock data from legacy systems and drive reuse across the enterprise.
Strategies for using APIs to create a single view of the customer and build connected customer experiences.

More and more financial institutions are partnering with fintechs and leveraging Application Program Interfaces (APIs) to attract new prospects and to delight current consumers through unprecedented Customer Experience (CX). APIs offer a bridge between systems while paving a digital path to a connected financial ecosystem.
The institutions that are able to drive this digital transformation successfully, do not think of these capabilities as additional channels and services. Rather, these institutions understand that they must move from a vision of banking as a physical network of branches and ATMs, to a digital platform, comprising core capabilities such as account servicing and the provision of financial products that can be accessed wherever, and whenever, customers wish.
Join this webinar and learn how these institutions are building a digital banking platform with APIs.
Presented by:
Angie Campos, Industry Marketing for FS&I, MuleSoft
Michel Vaja, Head of UK Payments Practice, C

Well-designed APIs, created along with a holistic integration strategy with Anypoint Platform, create a seamless omnichannel experience that customers want and businesses need. To deliver a reliable and unified experience more quickly, companies must adopt a new approach that involves an omnichannel architecture.
Across industries from healthcare to banking to retail, MuleSoft is powering omnichannel strategies that result in faster time to market, improved customer satisfaction, and increased revenue.
Watch this webinar, including a demo, to learn how to:
Take an API-led approach to omnichannel that enables companies to deliver a unified experience 5x faster
Leverage Anypoint Exchange to enable consistency by design through the reuse of integration assets across channels, translating to a consistent experience for your customers
Prepare for the future (and future channels) with support for different deployment models with a single, unified platform
Presented by:
John Withers, Produ

The world of retail is changing dramatically. Retailers used to have anonymous, transactional relationships with their customers; but now both retailers and customers want a deeper relationship. The retailers that win today are the ones that use technology to build those personal customer experiences and transform their digital retail experience. However, it isn’t always easy to implement new solutions with existing systems.
Read this eBook to discover:
Why existing approaches are not sufficient for the pace of digital transformation that retail demands
How to drive technology change in your organization, creating a greater capability to innovate and transforming the digital retail experience for your customers
How to adopt an API-led approach to integration that packages underlying connectivity and orchestration services as easily discoverable and reusable building blocks

Did you know that those who respond to a proactive online chat invitation are 6 times more likely to buy than the average website visitor? Download this paper for practical advice on using proactive chat to increase sales online sales and customer satisfaction.

This report highlights the strategic value of a next generation web content management system integrated with lead scoring, email marketing, customer relationship management, and web analytics. The report links the technology and practices of Best-in-Class organizations to engage customers, provide personalized experiences and manage the lead lifecycle.

This whitepaper discusses the need to target outcomes and focus on building a complete, 360-degree view of your customers -- who they are, where they came from, what they do, and how you can best meet their needs.

Newsletters

DATAVERSITY Education

We use technologies such as cookies to understand how you use our site and to provide a better user experience.
This includes personalizing content, using analytics and improving site operations.
We may share your information about your use of our site with third parties in accordance with our Privacy Policy.
You can change your cookie settings as described here at any time, but parts of our site may not function correctly without them.
By continuing to use our site, you agree that we can save cookies on your device, unless you have disabled cookies.